Sr. Quality Evaluator (Onsite)

Concentrix•Lake Mary, FL

2d•Onsite

About The Position

The Sr. Quality Evaluator monitors and evaluates inbound and/or outbound calls and other customer contact methods, including email and chat, for accuracy and adherence to established quality standards. The role assesses quality standards and provides insights to support program performance improvements. The position is based onsite in Lake Mary, Florida, and supports work performed under a U.S. government contract. Employees must be U.S. citizens or lawful permanent residents and must reside in the United States with a valid U.S. address. The role is full-time and requires schedule flexibility between 7 AM and 10 PM EST, Monday through Sunday. The salary is $19.50 per hour, plus incentives aligned with individual and company performance. The vacancy is immediate, with the employer seeking someone who can start as soon as possible.

Requirements

Must be a U.S. citizen or U.S. lawful permanent resident because the role supports work under a U.S. government contract.
Must be at least 18 years old and have a completed high school diploma or GED.
At least 1 year of leadership and operational background.
Strong attention to detail.
Self-starter with a sense of urgency who works well under pressure.
Demonstrated ability to multitask and meet deliverable timelines.
Proficiency in Microsoft Office.
Strong written and verbal communication skills.
Must adhere to the attendance policy.
Willingness to work a flexible schedule between 7 AM and 10 PM EST, Monday through Sunday.
Must reside in the United States and have a valid U.S. residential address.
Internal applicants must be meeting or exceeding performance expectations in their current role.

Nice To Haves

Associate’s degree in a related field from a four-year college or university, with 3–5 years of experience.

Responsibilities

Monitor, evaluate, and/or audit samples of inbound and/or outbound calls and other customer contacts, including chat and email.
Meet departmental productivity requirements and report evaluation results to appropriate business stakeholders.
Participate in calibration and call-listening sessions with Quality staff, Delivery, and clients to support consistent scoring and best practices.
Participate in internal quality audits intended to improve contact quality, process control, and efficiency, and recommend changes.
Maintain a strong program knowledge base, including a basic understanding of client products, services, and program strategies.
Participate in quality task forces with business stakeholders and complete phone time to stay current on programs, as applicable.
Contribute to maintaining forms and legends documents.
Support management reviews of key drivers, metrics, and operational processes, including Training, that affect Balanced Scorecards and profitability goals.
Deliver expert customer experiences.